Refund policy

Last Updated: October 12, 2026

Thank you for shopping with Souq Al Herb.

Due to the nature of our herbal preparations and our commitment to product hygiene, safety, and quality, we maintain a strict policy regarding returns, exchanges, and refunds.

Please carefully review this policy before placing an order.

1. No Returns, Exchanges, or Refunds for Change of Mind

All purchases made through Souq Al Herb are considered final, except where a refund, replacement, or other remedy is required under applicable UAE consumer protection laws.

We do not accept returns, exchanges, or refund requests for reasons such as:

  • Change of mind after purchase.

  • Ordering the wrong product or quantity.

  • Personal preferences regarding taste, texture, aroma, or appearance, where the product conforms to its description.

  • No longer wanting or needing the product.

  • Incorrect delivery information provided by the customer, where the order has been fulfilled correctly and no legal exception applies.

2. Hygiene and Product Safety

Our products include herbal pastes and other consumable preparations.

To protect customer safety and maintain hygiene standards, we do not accept voluntary returns of opened, used, partially consumed, or tampered-with products.

This restriction does not affect any rights or remedies customers are legally entitled to where products are defective, unsafe, incorrectly supplied, or otherwise non-compliant.

3. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, expired, unsafe, incorrect, or materially different from its description, please contact our customer support team as soon as reasonably possible.

Please provide:

  • Your order number.

  • Your full name and contact information.

  • A description of the issue.

  • Clear photographs of the product and packaging, where available.

We will review the issue and provide the remedy required under applicable UAE law, which may include replacement, refund, or another appropriate resolution.

Please do not consume a product that appears damaged, contaminated, expired, or unsafe.

4. Order Cancellation

Customers may contact us to request cancellation before an order has been dispatched.

Cancellation requests are subject to the order's processing status and applicable legal rights.

Once an order has been dispatched, a change-of-mind cancellation or return will generally not be accepted.

5. Refund Processing

Where a refund is approved or legally required, we will process it through the original payment method wherever possible.

The time required for funds to appear in your account may depend on your payment provider or bank.

6. Shipping Charges

Original shipping charges are generally non-refundable for voluntary order changes where permitted by law.

If an order is defective, incorrect, or otherwise subject to a legally required remedy, shipping charges and related costs will be handled in accordance with applicable UAE consumer protection requirements.

7. Our Commitment to Consumer Rights

Nothing in this policy limits, excludes, or overrides any mandatory rights or remedies available to customers under applicable UAE consumer protection legislation.

Contact Information

For any questions, concerns, order-related inquiries, or requests regarding our policies, please contact us:

Business Name: Souq Al Herb
Email: souqalherb@gmail.com
Website: https://souqalherb.com/
Business Location: Dubai, United Arab Emirates